Refund Policy at Star Life Company
1. Introduction
At Star Life Company, our highest priority is to protect our customers’ rights and ensure transparency in all financial transactions. This policy has been prepared to clarify how refund requests can be submitted, the procedures followed, and response timeframes — all in line with central bank regulations and consumer protection instructions.
2. When Is the Customer Eligible to Request a Refund?
A customer may request a refund in the following cases:
Unintentional payment or incorrect amount
If a payment was made by mistake or an incorrect amount was entered, the customer may request a full refund or a refund of the excess amount paid in error.
Failure to deliver the service or significant delay
If the agreed service is not provided within the agreed timeframe without prior notice to the customer.
System malfunction or technical error during payment
If a technical issue beyond the customer’s control results in a charge being made without the service being delivered.
3. Refund Request Procedures
A. Submitting a Refund Request
The customer must submit a formal refund request through the company’s contact form or email within 14 days from the date of payment.
The request must include:
- Invoice / receipt number
- Date and time of payment
- Reason for the refund request
- Bank account details / payment method used
B. Contacting the Bank (if required)
If the refund reason is related to a bank transfer or a payment error through the bank, the customer must first contact the issuing bank to report the error and verify the available corrective procedures, in accordance with the banking rules governing mistaken transfer recovery mechanisms.
C. Filing a Complaint with the Central Bank
If the issue is not resolved directly with the bank, the customer may submit a formal complaint to the central bank after completing all prior banking procedures, in accordance with the protection procedures adopted by the central bank.
4. Response Timeframes
Within 15 business days
The refund request will be reviewed and the submitted documents verified. The customer will then be notified whether the request is approved, rejected with explanation, or if additional information is required, in accordance with the central bank’s complaint response time requirements.
5. Refund Method
The refunded amount will be returned to the customer using the same payment method used for the original purchase whenever possible, unless both parties agree on an alternative method such as bank transfer.
6. General Terms
- Refunds are not permitted after the service has been fully delivered, unless there is a legitimate and documented reason beyond the customer’s control.
- This policy applies to all services provided by Star Life Company, unless otherwise stated in the terms of service for a specific product.
- The company reserves the right to amend this policy at any time, with prior notice to customers through our website.
Why Is This Policy Important?
Because it:
- Protects customers’ rights in accordance with applicable regulations.
- Ensures fair procedures in the event of financial errors.
- Clarifies the responsibilities of both the company and the customer at every step.